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Document Title: Operational Level Agreement for Application 4" line support of
HNGX
Document Reference: SVM/SDM/OLA/0017
Document Type: Operational Level Agreement
Release: Not Applicable
Abstract: This OLA is a description of the HNGx Application 4" line
Operations Service provided under contract to the Post Office
Account & Post Office Limited
Document Status: APPROVED
Author & Dept: Mukesh Mehta, Post Office Account
External Distribution: None
Security Risk YES
Assessment Confirmed
Approval Authorities:
Nam Role Signature Date
Keith Tarran Applications Development
Manager, Post Office Account
Nana Parry BAS Tower Lead, Post Office
Account
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0 Document Control
0.1 Table of Contents
0 DOCUMENT CONTROL.
0.1 Table of Contents.
0.2 Document History.
0.3 Review Details.
0.4 Associated Documents (Internal & External
0.5 Abbreviations...
0.6 Glossary...
0.7. Changes Expected.
0.8 Accuracy...
0.9 Security Risk Assessmen'
SERVICE PRINCIPLES.
4LS Service Team
Service Hours...
Incident Management.
Service Targets.
Problem Management
34 Service Targets.
.3.2 Business Impact Review.
3.3. Known Errors....
Change Management.
44 Change Proposals (CPs).
.4.2 Managed Service Change (MSC).
Configuration Management.
Release Management...
2 4LS EXTERNAL INTERFACES AND SERVICE COMMITMENT.
2.1. 3LS Commitment in support of 4LS. 15
2.2 4LS Commitments to 3LS. 17
2.3 Operations Reference Data Team Commitment to 4L: 18
2.4 Agreement between POA Operations and 4LS... 18
2.5 Commitments between Live Support Testing and 4LS. 19
2.6 4LS Internal Interfaces.
3. 4LS DEVELOPMENT SYSTEMS AVAILABILITY MANAGEMENT.
3.1. Capacity Management
3.2. Supplier Managemen
3.3. Security Management.
4 DOCUMENTATION.
5 4LS SERVICE GOVERNANCE............00
5.1 Financial Management...
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5.2. Service Reviews/Service Reporting.
5.3 Service Improvement:
5.4 Risk.....
APPENDIX A - 4LS APPLICATIONS.
Counter/BAL.....
Data Center Host Application:
Branch Connectivity:
APPENDIX B - 4LS INTERNAL INTERFACES.
Commitments between Integration Team and 4LS Teams..
Commitments between INFREL DEV and Counter 4LS Team.
Commitments between CTR, BAL, Datacenter Audit, Host an:
ysman Team:
APPENDIX C - 4LS DEVELOPMENT INFRASTRUCTURE SUPPORT.
Operating system configuration.
Hardware and Event Monitoring.
Third party management...
Operating system housekeeping.
Problem diagnosis and resolution.
Backup and restore...........0006 .
Operating system patch management.
Anti-virus software maintenance
Capacity monitoring.....
Recording service history.
GDC 4LS Development Infrastructure Support.
Firewall Management.
ALS Counter build.
REMOVE RED PIKE FROM UTIMACO VPN ON COUNTERS.
Step 1 Configure Counter not to reference Red Pike and switch off encryption
Step 2 Sign Policy File...
Step 3 on Counter deregister RedPike.
Step 4 Reboot...
Step 5 Remove Red Pike Object.
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0.2 Document History
Version No. Date Summary of Changes and Reason for Issue Associated Change -
CP/PEAK/PPRR
Reference
O41 1/6/2009 New OLA created to reflect the operational levels agreement
between 3° and ODC 4" line HNGX support
02 9/6/2009 Updated with Tony Little's comments
03 25/6/2009 Updated with information from Adam Cousins
04 3/7/2009 Updated following review with Steve Godson
05 5/08/2009 Updated following information provided by Infinite on ITSG
support.
06 15/8/2009 Updated follow latest round of reviews and to include firewall
proposal
07 25/8/2009 Updated to include comments from Graham Allen
Os 26/8/2009 Updated following formal review with Infinite and 4LS UK
09 7/10/2009 Updated following review with lan Turner
0.11 26-Nov-2009 Reviewer list updated, draft version number applied
0.12 11 Jan 2010 Update from Infinite review — change CIS to 4LS on page 30
0.13 12 Jan 2010 Updates from RMG BU review
1.0 14-Jan-2010 Approval version
14 20 Aug 2010 Revised draft following updates from REL2
1.2 13-SEP-2010 Updated following review
4.3 09 Dec 2010 Update after group review
14 30 Dec 2010 Major updates and document reformatting post group review
‘output
15 16-Mar-2011 Update to security classification and reviewer list
1.6 16-Nov-2011 peated following review and to include account name change to
17 11-Mar-2013 Updated following review with Keith Tarran
1.8 22-Mar-2013 Ready for approval
19 04-Apr-2013 Minor corrections
2.0 05-Apr-2013 Approval version
0.3 Review Details
Review Comments by
Review Comments to mukesh.mehti & -
PostOfficeAccountDocumentManagement _
Mandatory Review
Role Name
Applications Service Delivery Manager Yannis Symvoulidis
SSC and Reference Data Manager ‘Steve Parker(*)
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Counter & BAL 4LS Manager Mukesh Mehta
Data Centre Development Manager ‘Adam Spurgeon
Estate Management Manager Steve Evans
Head of Application Services Development Keith Tarran
Integration Team Manager Vijesh Pandya
Optional Review
Test Manager Sheila Bamber
LST Manager Mark Ascott
Problem Manager Steve Bansal
Operational Security Donna Munro
Technical Architect Pete Jobson
ciso Brad Warren
Issued for Information — Please restrict this
distribution list to a minimum
Position/Role Name
(*) = Reviewers that returned comments
0.4 Associated Documents (Internal & External)
Reference Date Title Source
PGM/DCM/TEM/0001(D_ I 4.0 21-Nov-2008 POA HNG-X Generic Document Dimensions
© NOT REMOVE) Template
SVM/SDM/PRO/0018 POA Customer Service Incident Dimensions
Management Process
SVM/SDM/PRO/0001 POA Customer Service Major Dimensions
Incident Management Process
SVM/SDM/SD/0003 Data Centre Operations Service Dimensions
Description
CS/FSP/002 Horizon Service Desk Call Enquiry Dimensions
Matrix and Incident Prioritisation
SVM/SDM/PRO/0025 POA Customer Service Problem Dimensions
Management Process
SVM/SDMISIP/0001 POA Customer Service Business Dimensions
Continuity Framework
PGM/CHM/PRO/0001 POA Change Management Process_I Dimensions
(for CPs)
SVM/SDM/PRO/1184 POA Customer Service Change Dimensions
Management Process (for OCPs)
C-MSv1.6 Managed Service Change (MSC) Café Vik
Process
SVM/SDM/SD/0004 Third Line Support Service: Service I Dimensions
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Description
SVM/SDM/SD/0005 Application Support Service(Fourth _I Dimensions
Line)
CS/FSP/006 End to End Support Process, Dimensions
Operational Level Agreement
DEV/INF/LLD/0112 LST Test Services Dimensions
DEV/GEN/TEM/0009 Counter Support Risk Management Dimensions
Process
C-MP 1.2 Fujitsu Services Risk Management _I Café Vik
Process
SVM/SDM/STP/0001 Application Services (4th Line) Dimensions
offshore service governance.
Unless a specific version is referred to above, reference should be made to the current approved
versions of the documents.
0.5 Abbreviations
ADSL Asynchronous Digital Subscriber Line
AP Automated Payment
ccD Contract Controlled Document
CIT Continuous Integration and Test
cP Change Proposal
CSIP Continuous Service Improvement Plan
DVLA Driver Vehicle Licensing Agency
—M Estate Management
GDC Global Delivery Centre
HSD Horizon Service Desk
ISDN Integrated Services Digital Network
ITIL Information Technology Infrastructure Library
ITSG GDC IT Support Group
KEL Known Error Log (and support knowledge entries)
LAN Local Area Network
LsT Live Support Testing
Msc Managed Service Change
NNM Network Node Manager
Peak POA proprietary call management system
PIT Post Office (Fujitsu) System Integration Team
PTF Peak Targeting Forum
PVB Product Version Baseline
oDpc Off- Shore Delivery Centre
ocp Operational Change Proposal
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Operational Level Agreement HNGx Application 4" line support
OLA Operational Level Agreement
3Ls Software Support Centre (3LS)
3Ls 3” Line support
4LS 4" line support for HNGx
MOR Model Office Release
POA Post Office Account
RADIUS Remote Authentication Dial In User Service
RDT Ref Data Team
SLA Service Level Agreement
SLT Service Level Target
SMC Service Management Centre
WAN Wide Area Network
0.6 Glossary
Term Definition
Branch For the purposes of this document “Branch” shall mean all Post Office Premises
with the HNG-X Service Infrastructure. For the avoidance of doubt, this excludes
stand alone HNG-X terminals.
0.7 Changes Expected
ee
0.8 Accuracy
Fujitsu Services endeavours to ensure that the information contained in this document is correct but, whilst every
effort is made to ensure the accuracy of such information, it accepts no liability for any loss (however caused)
sustained as a result of any error or omission in the same.
0.9 Security Risk Assessment
Security risks have been assessed and it is considered that there are no security risks relating specifically to this
document.
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1 Service Summary
4 Line Support Service
The 4LS provides Application Software Support to the HNGx Business Capabilities and Support
Facilities using appropriately trained operational staff.
The operational scope of the service covers:
(a) Investigation and resolution of new Application Software Incidents within the Branch
Infrastructure and HNG-X Central Infrastructure environments and application code, which
cannot be otherwise resolved by the Third Line Support teams. The initial investigation and
resolution of known Software Incidents, which is classed as "first line", "second line" and
"third line" support respectively, is described in the Contract Controlled Documents (CCDs)
entitled “Service Desk Service: Service Description” (SVM/SDM/SD/0001), “Systems
Management Service, Service Description” (SVM/SDM/SD/0006), “Third Line Support
Service, Service Description” (SVM/SDM/SD/0004);
(b) Root cause analysis of Application Software problems and provision of coded fixes
(Cc) Programme support, the detail of which is set out in Annex A in the Applications Support
Service (Fourth Line) Service Description(SVM/SDM/SD/0005)
(d) Deliver secure coding training on an annual basis.
(e) Maintain the secure guidelines on an annual basis
(f) Maintain the secure coding template on an annual basis
A list of Software Application areas maintained under this OLA can be found at Appendix A
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Service Principles
2.1 4LS Service Team
=
Data Center Counters B pease
Host Online and Host Reference
Batch Apps Data Apps
_ SS, sna
&Time Synch
The latest organisational. chart.can. be fOUNG. atone .
RRELEVANT H
1.1. Service Hours
The Application Support Service (Fourth Line) is not directly available to Post Office. It is a service
internal to Fujitsu Services and is available between 09:00hrs to 17:30hrs Monday to Thursday and
09:00hrs to 17:00hrs Friday.
The Application Support Service (Fourth Line) is available on-call during other times for pre-planned
events as agreed between Service Operations and the respective Development Managers.
If Ad-Hoc out of hours support is required to respond to, for example, a major incident, then any 4LS
Application Support response will be on an availability basis.
1.2 Incident Management
The Application 4LS and 3LS work closely together in the analysis and resolution of Software Incidents.
The Application 4LS will provide Software support by:
(a) Receiving from the 3LS, Software related Incidents which cannot be resolved by the 3LS.
Such Incidents will have been originally logged by the Service Desk following a call from a
Branch, or having been logged by the Systems Management Service, the Central Network
Service or the Data Centre Operations Service.
(b) Ensuring the internal Fujitsu Services Incident Management systems are updated with the
Incident resolution details prior to return to the 3LS_ together with the method of recreating
the problem;
(C) Ensuring that the known error log is updated with the detail of the resolution for that
incident.
(d) Ensuring that any resolutions which are returned to 3LS have been tested and have been
correctly authorised in accordance with the Release Authorisation Proce
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1.2.1 System Incident
The 4th Line team will assist 3° Line Support to resolve any system incidents in accordance with the
incident management process (as described in SVM/SDM/PRO/0018 and detailed in section 3.2 of this
document).
All incidents must have been logged in Triole for service (TFS). It is the responsibility of the HSD or
SMC to understand the severity and status of the incident - then the call is passed to Peak for 3LS if
necessary. It is the responsibility of the 3LS to determine the status of the incident and whether it
requires further analysis in which case the analysis details will be logged in Peak.
1.2.2 Major Incidents
Major incidents affecting the HNGx service delivery to Post Office Ltd
In the event of a major incident affecting the HNGX services, an incident will be logged and managed in
accordance with the SVM/SDM/PRO/0001 and Fujitsu CPM31 processes to ensure that all
communication is clear, concise and occurs quickly. For a definition of a Major incident please refer to
section 3 of SVM/SDM/PRO/001.
Investigation and diagnosis of the incident may require attendance at technical bridge teleconferences.
The team will be required to provide updates on the current impact of the incident, perform corrective
actions and record information in the major incident template at regular intervals for the duration of the
incident.
As part of an on-going service assurance activity, team members will be mandatory participants in
regular Major Incident and Post Incident Reviews.
Major incident affecting the delivery of the 4LS service from IND49.
These are incidents that affect the provision of the 4LS service from IND49 and should be raised by the
GDC Operations Manager to the UK 4LS Applications Manager.
1.2.3. Service Targets
This section describes the operational service targets that have been agreed with Service Operations to
underpin operational delivery of the service. The identified targets will be measured at 95% achievement
over a rolling 3 month period
The 4LS is not subject to contractual SLAs or Operational Service Targets. To ensure that appropriate
timely response is enabled incidents managed between 3LS and 4LS will be subject to the following
conditions and timeframes:
3LS will ensure that all incidents passed to 4LS will be transferred within half life for each of the
identified priorities and timescales defined below:
¢ A Priority - 2 working days
© B Priority - 4 working days
« C Priority - 7 working days
¢ D Priority - 28 working days
For example:
Priority “B” Incident
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« Will be passed to 4LS within 2 days of receipt by 3% Line Support
«An incident resolution, as agreed with 3LS, will be provided by 4LS within the overall 4 day 3LS
window.
It is essential that incidents are proactively managed and that regular updates are provided on Peak to
ensure that all parties are kept informed on progress to resolution. To achieve this, the following
guidelines are provided:
« A Priority —- ongoing review, incident update provided at least once day
« B Priority — review and update at least once every 2 working days.
« Cand D priority should be reviewed and updated when the peak is actioned.
3LS will endeavour to pass incidents to 4LS at the earliest opportunity within the agreed half life and
provide early warning for higher priority incidents.
3LS will ensure that any incident passed to 4LS will contain the minimum data set of information as
required by any associated support guide for the application area of concern.
The incident clock related to 4LS support will start from the point that 4LS receives the incident as a
Peak.
The 4LS incident clock will stop when the incident has been identified resolved as agreed with 3LS.
It is expected that although calls may enter 3LS at high priority, in the majority of cases, 3LS will
produce a resolution for the incident. 3LS will subsequently review the priority of any peak related to a
resolved incident that requires further root cause analysis and update that priority in agreement with
service operations.
1.3 Problem Management
The 4LS team will be actively involved in the problem management process (as described in
SVM/SDM/PRO/0025) to proactively perform investigations into the root cause of incidents.
All known errors should be recorded and changes should be proposed to resolve problems. These will be
discussed at the regular service review.
1.3.1. Service Targets
There are no Service Targets applied to problem management and root cause analysis of resolved
incidents, although Service Operations may determine a priority of a root cause based on service
impact. These priorities will be determined on a case by case basis.
1.3.2. Business Impact Review
Prior to 3LS passing any resolved incident to 4LS for root cause analysis or code fixing, the peak will be
reviewed by Business Impact Forum to agree that a root cause analysis or a coded fix are required to
maintain the operational service. It is expected that BIF will ensure that a business impact statement is
provided on peak prior to the peak being passed to 4LS.
1.3.3. Known Errors
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In most cases 3LS will have raised an entry in the KEL identifying a “known error” following receipt of the
incident. Where 4LS identify a KEL has not been raised for a peak passed to 4LS for root cause
analysis, 4LS will raise a KEL as required and determined by the analysis.
Where a KEL has been previously raised by 3LS then 4LS will update the KEL based on the analysis and
further update the KEL where the root cause is identified
4LS will ensure that KEL information is communicated to 3LS who will approve that the Known Error Log
(KEL) has been appropriately updated and confirm the information is disseminated to the Service Desk
to enable the resolution of similar Incidents;
1.4 Change Management
This section covers:
e Change Proposals for change that will affect the whole service delivery model and
e Managed Service Change (MSC) raised for operational change in the delivery of the service by
ALS teams
« Managed Service Change required to GDC support services infrastructure (for example
changes in infrastructure/operation in IND49).
4LS will follow the defined framework for Post Office Account change management (as defined in
PA/PRO/001) Change Proposals (CPs)
As part of the major release process 4LS teams will participate in, provide feedback to and undertake the
activities identified during the planning of major releases.
For operational changes (MSC) 4LS teams will create and impact MSCs (Managed Service Change
Process on Café Vik) for operational changes being carried out on the Post Office Account’s
infrastructure for the services.
For GDC support service change a MSC will be raised to allow proper impacting of any change and
authorisation as required by the relevant GDC SoW
1.4.1. Change Proposals (CPs)
4LS will impact CPs (as described in PGM/CHM/PRO/0001) with an accurate prediction of the time and
expenses required to perform the proposed activities. Where there is ambiguity then the team will seek
to clarify with the CP author before submitting their impact.
Where required, 4LS may be requested to implement urgent change proposals as part of a maintenance
release. This will be on the authorisation of the account's operations and programme management
teams.
1.4.2 I Managed Service Change (MSC)
4LS will create and impact MSCs (Managed Service Change Process on Café Vik) for operational changes
being carried out on the Post Office Account's infrastructure for the services (as described in 1 Service
Summary).
e No changes will be carried out without an approved MSC. Any changes related to an incident
should be authorised via MSC. Only if the change is extremely urgent and there is not enough
time for formal MSC approval should the MSC be raised retrospectively — this change would still
require authorisation from service operations.
e No changes will be carried out that will cause an interruption of service.
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e The change originator is responsible for ensuring that the change is completed in accordance to
best working practices and operational standards. Appropriate levels of implementation,
communication, regression and test planning must be completed.
« Team members may be required to support MSCs raised by other teams.
e Following the successful completion of an MSC, the team will update any localised working
instructions and documentation to ensure the detail reflects the service being provided.
1.5 Configuration Management
4LS will comply with the POA Configuration Management procedures and policy statements (
PGM/CM/MAN/0004).
4LS are expected to maintain a high level inventory of the support infrastructure and tooling for the
purposes of call-logging, security vulnerability checking etc. Each member of the team is expected to
work with other teams to gain a good working knowledge of exactly how the Infrastructure underpins the
delivery of services to the Post Office Account.
4LS is to create and maintain an asset register of all inventory associated with the 4LS service.
This includes any additions and amendments to, and removals from:
e A Support Infrastructure Host, Server or process
« Changes to the configuration of the existing Software/ hardware configurations across the
Support Infrastructure.
e Backup Schedule.
1.6 Release Management
The team will support the Release Management function within the Post Office Account in consulting on
planned releases. All new releases will be implemented as planned changes performed under the MSC.
Process and in accordance with the POA Release Management Procedure: SVM/SDM/PRO/0030.
4LS will support the Release Management function by attending the Release Management/Fault
Management forums on a regular basis. The forum will review the forward schedule of releases and
agree prioritisation.
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2 4LS External Interfaces and Service Commitment
The following sections define the interfaces to parties external to the 4LS Application Service and the
commitments between the parties in delivery of the service.
2.1 3LS Commitment in support of 4LS
Commitment
Measurement/Metric
To ensure that all incidents or problems passed to
4LS are logged on a call management system
(currently Peak)
No incidents or problems are progressed or chased
with 4LS that are not first passed on Peak.
To “filter” all incidents for which the problem is
already known to the support community and for
which a resolution is already known or has been
generated. This includes problems for which a
resolution is known to 3LS but not yet incorporated
into the known deficiencies register available to
HSD/IMT/SMC.
No incidents passed to 4LS which are
subsequently identified as known errors, except in
cases where the resolution was known to 4LS, but
this information had not been passed to 3LS in the
form of a KEL or diagnostic guide.
To retain in the Peak system, under the 3LS
“stack” duplicate incidents - i.e. incidents which are
repetitions of an incident which has already been
passed to 4LS, and to ensure that when the
resolved incident is received by 3LS, the
duplicated incident records in peak are closed.
Under normal circumstances, where a duplicate
incident is identified by 3LS, this will be reported
back to the HSD/IMT/SMC and closed as a
duplicate incident on Peak.
No duplicated incidents passed to 4LS unless no
KEL exists containing the PEAK number i.e. the
duplicate incident could not have been found.
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Commitment
Measurement/Metric
To ensure that the correct evidence for any
incident or problem is collected prior to the incident
or problem record in peak being passed to 4LS for
investigation. This should also contain the method
to recreate the incident or problem.
No incidents or problems rejected by 4LS on the
basis that the evidence was _ inadequate.
Specifically excluded from this measure are
instances where, although the evidence was
inadequate, 4LS had not indicated to 3LS that the
evidence that would be required for such an
incident. E.g. In a KEL or support guide.
To ensure that any incident which requires
investigation by 4LS is assigned to the correct
Peak team dependent on the specific product in
which the incident has occurred.
No calls misrouted because of
assignment by 3LS
incorrect
To ensure that any incidents passed to 4LS units
are passed in a timely manner. The timings will
vary according to the total time allowed for
resolution of the incident in the contract between
Fujitsu Services Post Office Account and the
customer. These timings will therefore be
dependant on the priority of the incident, with (for
example) less time allowed for an “A” priority call
than will be permitted for a “C” priority.
Incidents are passed within the times specified in
section 2.2.3
To ensure that the priority of any incident is
assessed and recorded correctly
No incident is passed to 4LS whose priority does
not conform to the specification defined in
SVM/SDM/PRO/0875.
To “filter” all incidents and problems for which the
anticipated resolution or root cause is not one of
the following -
i) Software error
ii) Documentation error.
iii) Design Error
No incidents or problems passed from 3LS to 4LS
units to be subsequently resolved or root cause as
anything other than software, documentation or
design issues.
To ensure that for any incident passed to 4LS, the
exact area of the incident or problem has been
identified, and wherever possible a resolution
already produced and the peak updated.
No cases identified by 4LS staff of inadequate
diagnosis by 3LS
To create and maintain a register of known errors
with the RMG Account solution, which include
detail of the resolution for these incidents (where
known), and to allow access to this register to 4LS
units so that they can enter details of resolutions or
root cause identified within their area
“Known error” record to be created and populated
by 3LS with access provided to all of the support
community.
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2.2 4LS Commitments to 3LS
Commitment
Measurement/Metric
To ensure that any incidents or problems so
received are maintained on the call management
system used by Fujitsu Services RMG BU (Peak).
No cases of lack of updates on incidents or
problems on Peak.
e Priority A and B updated daily.
e Priority C and D updated weekly.
To ensure that the incident reported is correctly
resolved and the resolution recorded on the Peak
system and the incident and resolution passed
back to 3LS.
No cases of incidents being passed back for
agreement on resolution, without clear and correct
resolution recorded on the Peak.
To ensure that 3LS is made aware of the evidence
requirements for any form of incident. This will be
documented by the 3LS and maintained in
accordance with the 3LS commitments to
HSD/IMT/SMC . N.B, 4LS are also obliged to raise
KELs or documents in this instance.
No cases to arise of 3LS not knowing the evidence
required to be collected for any call.
A specific exception to this would be the situation
in which a completely new type of call was
received, where the new evidence requirements
should be documented on a KEL.
To enter resolution information into the known
error register maintained by the 3LS.
No discrepancy to arise between the known
resolutions for incidents and problems and those,
which are documented, on the known error log.
Providing the 3LS with documentation and training
relating to new Releases in sufficient time to
enable the 3LS to become familiar with the new
product or service prior to its Release into the
Branch Infrastructure or HNG-X Central
Infrastructure environments. This documentation
will be in the form of a “support guide” which is
defined in the Working Document entitled: “End to
End Support Process - Operational Level
Agreement” (CS/FSP/006); and a_ template
provided in DEV/GEN/TEM/0009
3LS to be supplied with such documentation for
any release at least 3 weeks prior to release to live
for that product release, and preferably as a
continual process during the course of
development.
To ensure that the 3LS is supplied with access to
source code developed within RMG Account
development.
All source code for a release to be made available
to the 3LS prior to the Release of that product
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2.3 Operations Reference Data Team Commitment to 4LS
Commitment
Measurement/Metric
Operations Reference Data Team are responsible
for ensuring that the 4LS development systems are
kept up to and in the same state as the live service
Updates available and implemented on support
services as required
RDT will provide an automated delivery
mechanism for files to be transferred to the 4LS
RDMC workstation in Bra01. This uses processes
to clone the release state of live data onto the 4LS
RDMC (Similar to the existing process for LST)
Automated delivery mechanism
operational
in place and
4LS must provide evidence that the data update
has been completed successfully and confirm this
with Reference Data before proceeding
Communication plan between RDT and 4LS
agreed and in place
The data reference operations team is now part of 3LS.
2.4 Agreement between POA Operations and 4LS
Commitment
Measurement/Metric
4LS are responsible for providing POA Operations
and Release Management with proof of adherence
to process and procedures for each incident
resolution or problem root cause solution
delivered and for providing evidence of each
mandatory step having been carried out
Peak updates as appropriate using defined process
templates
POA Operations and Release Management are
responsible for enabling prompt review of such
evidence and feeding back to 4LS any divergence
from process or any issues with quality of fixes.
Problem Managers and PTF review peaks as
required
Required details of the evidence for each incident
resolution or problem root cause solution in peak
are:
e Evidence of Release Management
approval to supply any code fix (via PEAK
or an email confirmation)
e Updates to the relevant PEAK, detailing
the incident resolution or root cause code
fix that has been made (in sufficient detail
to identify the detail of how the customer
service incident is resolved or code
changes provide root cause solution, to
facilitate easy solution review)
e Evidence of successful unit testing (having
created and run appropriate unit tests
Peak updated as appropriate for the incident or
problem resolution
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and/or automated tests) (test scripts and
results supplied)
e Evidence of successful CIT testing
(successful test results produced)
e Evidence of any necessary changes to the
Support Guide (updated support guide
produced)
e Updates to KELs, if appropriate
(confirmation of KEL updates produced)
2.5 Commitments between Live Support Testing and 4LS
Commitment
Measurement/Metric
Live Support Testing (LST) provides the testing
service as part of the release management
process. Further details on LST can be found in
the LST service description DEV/INF/LLD/0112_ in
Dimensions
NA
LST will interact with 4LS in the event that
problems/issues arise in the testing phase of a
release in which case a defect would be raised in
Peak and passed into 4LS.
Communication plan agreed and in place between
LST and 4LS. Peak updated as required
4LS will be required to investigate any defect
peaks passed from LST. It is expected that 4LS
will action these in accordance with the impact of
the test incident raised and the priority of the
release.
Communication plan agreed and in place between
LST and 4LS. Peak updated as required
Any arbitration required on delivery of a test Issues requiring arbitration escalated to the
incident solution to a release will be managed appropriate management level.
through Operations RMF.
2.6 4LS Internal Interfaces
The interfaces for teams internal to 4LS are defined in Appendix B
3 4LS Development Systems Availability
management.
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ALS will assist the POA Applications Service Manager by ensuring that the 4LS service provided
supports the service level targets underpinning the HNGX contract and will notify the POA Application
Service Manager of specific issues in aspects of the 4LS service being managed by 4LS.
Development systems availability refers to both onshore and offshore support environments. If an
activity or process specifically relates to either offshore or onshore services, then that will be clearly
identified in the appropriate text.
ALS teams will recommend appropriate service improvement through CSIP activities for the life of the
ALS service.
As part of the 4LS service, ongoing support for the 4LS development infrastructure will be carried out.
This ongoing support shall include the key elements as defined in Appendix C:
3.1. Capacity Management
4LS will ensure adequate controls are in place to ensure that there is sufficient capacity to run the 4LS
Development services (scope as described in Service Summary).
4LS GDC services will implement a simple script based performance monitoring approach on the 4LS
servers in IND49 to ensure that server utilisation does not exceed acceptable levels. This will be part of
the standard server monitoring activities to be provided by the GDC server support team. Alert
thresholds will be defined for the servers to clearly set out circumstances requiring escalation to
management.
4LS will ensure that they have the appropriate resources necessary to deliver the 4LS service.
4LS GDC will use the BT Reporting Facility to monitor the ODC to UK connection.
3.2 Supplier Management
The 4LS teams will be responsible for supporting POA Application Service Management at 3” party
supplier service reviews and working alongside 3” parties to resolve incidents across the system.
The team have no direct ownership of suppliers underpinning the HNGX service; all contracts with 3°
parties are managed by the POA Application Service Manager.
3.3 Security Management
The 4LS teams will be responsible for working within the framework provided by the account in relation
to the Confidentiality, Integrity and Availability of the services (as described in 1.0 Service Summary)
and will adhere to security policies defined by the account and Corporate Infrastructure Services and the
POA security policy.
The GDC provided 4LS support infrastructure is a shared space environment, providing a number of
shared services including user Anti Virus, Active Directory, Email and printing.
To meet Post Office security requirements the 4LS GDC Support environment will be physically
separate environments.
The Developer users in the 4LS GDC Support environment will be members of the GDC domain, and
will use the existing domain controllers and exchange servers for authentication and email traffic. PGP
encryption has been identified as a requirement to encrypt any confidential data sent via email. Two
instances of PGP will be deployed within the environment in the 4LS GDC Support environment on
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relevant Administrator/Managers desktops. If at that point the 4LS support team need to send any
confidential documentation, this will need to be packaged up using the PGP desktop software to be a self
extracting mechanism. Passphrases must be issued by a second means of communication and follow
the POA Security Policy standards (e.g. SMS).To ensure that any data being printed does not leave the
secure 4LS LAN a dedicated Print Server will be provided.
The RED Hat and Solaris servers in the environment will not integrate with either Fujitsu or GDC Active
directories or any other LDAP server for authentication or access control. Consequently all user accounts
and groups will be local ones.
The GDC 4LS LAN will be protected from the GDC network by the Cisco ASA pairs, which will in turn be
protected from outside the GDC by the Checkpoint firewall pairs in the GDC.
The GDC firewalls will control access to the 4LS GDC Services and to the internet. Incoming access to
the 4LS GDC network will be restricted to the reference data team in Bracknell. A restricted internet
access will be allowed to named sites from the GDC 4LS LAN.
The internet VPN for backup of the main MPLS WAN link will use agreed security parameters, with the
shared key issued and communicated by Fujitsu Services Core ISP implementation team to the partner
company engineers on phone.
4 Documentation
4LS will be responsible for the maintenance and management of local working instructions and support
infrastructure documentation and will perform the following associated activities as required by the area
of the service and the level and type of documentation:
e Regular review of all operating procedures, relating to this Service, updating and re-issuing
those procedures when appropriate.
e Produce a full index of documentation in relation to supporting the live estate detailing the
following elements:
e Shift Operations documentation
e Technical/Operations Work Procedures
e Backup and Recovery Procedures provided by the account detailing recovery
requirements for each application stream.
e All documentation supporting the management of the respective onshore or offshore
Infrastructure must be currently aligned to operational requirements within the live
estate.
« Support Agreements and appropriate contact details of those respective parties
e Any documentation supporting the management of the respective applications must be
currently aligned to operational requirements within the live estate.
e 4LS GDC will provide an Access Control list produced monthly for sign off by POA Security.
e Both offshore and onshore 4LS are responsible for maintaining the design documentation
associated with the relevant offshore or onshore provided 4LS service.
5 ALS Service Governance
5.1 Financial Management
4LS will use SST for the purposes of timesheet logging for all support activities.
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5.2 Service Reviews/Service Reporting
POA Applications Service Manager will perform a service review at prescribed intervals with the team to
review performance against the OLA and the overall service being delivered by the team
For the 4LS GDC service, the GDC Service Delivery Manager will prepare a service presentation in
advance of the service review. This will cover service performance and detail any changes to the service
and updates to the service on-going.
The POA Applications Service Manager will feedback to the GDC 4LS on the performance through the
review.
The GDC 4LS Service Delivery Manager will provide a scorecard on a quarterly basis for review by the
POA Application Service Manager. The scorecard will be based on the standard Core IS scorecard.
4LS will report against the following activities:
¢ Monthly Service level report including:
o Percentage service level achieved against targets (RAG status against
targets in service level management and service level targets)
o Management summary
© Incidents/issues summary
o Changes/forward schedule of change
« Number of man hours including overtime in relation to time spent in performing
CP activity
« Peaks
e Risk Register
e Update progress against Problem Management actions assigned to the team
provided by the account
« Continuous Service Improvement Plans
Service Governance for the GDC 4LS service is described in SVM/SDM/STP/0001 Application
Services (4th Line) offshore service governance.
5.3 Service Improvements
The 4LS will provide suggestions to improve the quality of the service and reduce operational costs to
POA. Any proposed improvements will be reviewed for CSIP activities in line with the POA standard
governance process.
Successful CSIP activities will be raised as CPs or MSC’s depending on their scope and complexity. 4LS
may be required to participate in these changes.
In addition, 4LS team members may be required to attend meetings to work on developing
new ideas in areas of high customer visibility.
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5.4 Risk
4LS will work alongside the POA Operations management team to produce a risk register, identify risks
and provide appropriate input when required to maintain the risk register using Fujitsu Services ‘Best
Practice’ Risk Management practices.
The risk register will be reviewed regularly as part of the monthly service review meeting. POA
Application Service Manager will own the risk register.
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Appendix A — 4LS Applications
Counter/BAL
BAC
BAD
BNK
CSM
10P
Peripherals
Postal Services
RDM
suc
ul
BAL/OSR
Data Center Host Applications
Host Reference Data
RDDS
RDMC.
Host
Branch Database
Branch Support Database
NPS
DAT
MIS Workstation
TESQA Workstation
Audit
Audit Server
Audit Workstation
Agent
Web Agents
Banking Agents
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Crypto
KMNG Server/Workstation
FTMS
CDG
SRG
EDG Local/Remote
Tip Local/Remote
Branch Connectivity:
Branch Router
DxXCc
NTP (Time Synch)
GPLICOTS Products:
VPN
EST
Counter
CNIM
Radius
BCMS
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Appendix B — 4LS Internal Interfaces
Commitments between Integration Team and 4LS Teams
4LS Team commitments to Integration
@) To inform Integration well in advance of a delivery of a release so that they can plan it in.
The timing is dependant on the nature of the release but should be at least 3 weeks for a
scheduled release.
b) To give Integration an initial idea of the number of baselines in the delivery.
C) To ensure that a Release Note is delivered prior to a delivery stating all PVB’s and any
dependencies.
d) To deliver all software into PVCS or Dimensions using agreed process and naming
convention.
@) To ensure that all package handover notes give accurate information including any special
instructions (e.g. files / folders to delete, directory set up and access rights etc.
f) To work with the Integration team during the processing of delivery.
Integration Team commitments to 4LS
Q) To raise calls for any software delivery issues.
h) To check software delivery including each package handover note.
i) To ensure that all dependant packages are integrated together as per Release Note.
Commitments between INFREL DEV and Counter 4LS Team
e INFREL Dev package all Counter deliveries for distribution to the Live Branches and for software
catch-up for spares, prior to LST testing. As such they require the handover notes from 4LS to
provide the correct level of information including how to roll back the change and notification of
any errors which maybe encountered during installation.
e INFREL Dev will facilitate the delivery of a release into the live estate. INFREL Dev has limited
commitments to 4LS.
e INFREL Dev may raise a Peak on the handover if the information is not adequate
Commitments between CTR, BAL, Datacenter Audit, Host
and EM Sysman Teams
e Audit: Key commitment of 4LS to audit is to ensure that messages between Counter and BAL
and other 4LS teams are controlled for Audit purposes. These messages are tracked and
therefore it is essential that they don’t change without prior agreement and coordination with the
Audit team.
e Host Reference Data Team: 4LS and Host Ref data must pre approve any reference data
changes before they are packaged into a release.
e Host Database Team: The Host Database team will have the commitment to deploy database
patches onto the CIT RIG, whilst maintaining a patch register and being responsible for archiving
and DBA activity on the CIT RIG.
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e GDC 4LS Rig runners will pick up any changes to Agent with updates from the HOST team
provided via Dimensions
e Where required 4LS teams will liaise with Estate Management teams as determined through
maintenance operations.
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Appendix C — 4LS Development Infrastructure
Support
Operating system configuration
4LS will implement:
Any Goldbrick standards
Swap file and dump file configuration
Operating System parameters and settings for individual system components
RAID settings
System configuration policies
Hardware and Event Monitoring
4LS will proactively monitor event log files relating to hardware created either by the Operating System
or by the hardware manufacturer's logging system. 4LS will take remedial action in response to reported
failures or warnings. 4LS will raise Incidents on any third parties using the peak system, where this is
necessary, to resolve a problem that is related to the Supported System. 4LS will manage any site visits
by the third party’s engineers.
Third party management
4LS will manage any third party involvement in the Supported System. This will include raising Incidents
and escalating them to the third parties. Strict controls will be used to ensure that any changes that third
parties make to the Supported System meet the requirements of both the HNGx service and Fujitsu.
Operating system housekeeping
4LS will carry out housekeeping tasks as required including:
Deleting temporary files
Trimming event log files
Maintaining task schedules
De-fragmenting disks
Where configured, managing the Active Directory of Windows 2000 and Windows XP,
Deleting and archiving Application Data where there is an agreed instruction from the Customer
or Application vendor to do so
e 4LS will regularly tidy up any system log files, ensuring that the file system thresholds are kept to
a manageable level. 4LS will add crontab entries to the relevant UNIX administration accounts to
automate housekeeping routines as appropriate.
4LS will carry out each of these tasks according to a schedule to be agreed with 4LS management.
occ ee
Problem diagnosis and resolution
4LS will endeavour to diagnose and resolve any Incidents related to the 4LS development environments
raised by other support units, the customer or by the EM.
The resolution may take the form of:
e Provision of a known repair
e Escalation to third party if the Incident has not been raised before
e Circumvention of the problem until such time as a permanent solution is available
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Backup and restore
ALS will conduct regular backup and recovery activities of its underpinning data repositories and server
environments that are used to deliver the 4LS service.
e Ensure the successful completion of backups and respond to backup failures raised through the
monitoring systems raising appropriate incident calls
e Recover data from the most recent backup set in the event of data loss.
e Test the successful restoration of backups at regular intervals where the account has provided a
suitable test environment to carry out this activity
Operating system patch management
4LS will maintain the operating system at the patch level in accordance with the HNGx patch
management policy .
Anti-virus software maintenance
4LS will maintain anti-virus software on the Supported System to the latest virus signature.
Capacity monitoring
4LS will proactively monitor the Capacity of the Supported System so that issues can be addressed
before they become critical and affect the availability and performance of the Support System. Fujitsu
will raise an appropriate Request for Change with POA Operations to implement corrective actions
should any problem areas be identified.
Recording service history
Fujitsu will maintain records of all changes made to the supported infrastructure during the lifetime of the
Service. A summary of the most important changes will be included in a monthly Service Report to the
POA Applications Service Manager.
GDC 4LS Development Infrastructure Support
Firewall Management
4LS GDC will be responsible for the management of 4LS GDC firewalls. The firewall will be housed
within the facility of GDC, currently in India at Bangalore and will be confined within the secured GDC
POA-4LS server room. The IT Support group, in collaboration with GDC management for POA & 4LS
will assign a team specifically to cater towards this service.
Key responsibilities include:
1.Monitoring & Reporting of Firewall
o Monitoring of availability
= Configuring through SNMP
= Monitoring through Orion (Solar winds)
o Setting up of SYSLOG server
o Capturing of the Log for any investigation purpose
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o Update to POA team any anomalies that are found
o Monthly report for availability
2.Patch management (vendor -released patch)
o Evaluating the patch
co Testing of the patches
o Implementation of the patches
3.Backup
The support will include backing up of configuration files/data on the firewall
4LS Counter build
Full counter rebuilds will be required from time to time on HNGx and as part of this process it is essential
that Red Pike is removed from the build before it is sent out of the UK to the GDC 4LS Teams.
The attached process MUST be followed for all new counter rebuilds being sent to the GDC 4LS Teams.
Essentially, the process is that encryption is switched off with the RED Pike binary for Utimaco VPN
removed.
<START>
Remove Red Pike from Utimaco VPN on Counters
Version 0.4 Mark Jarosz 10" July 2009
Step 1 Configure Counter not to reference Red Pike and
switch off encryption
Edit C:\WINNT\sgvpn.ini
Replace
EncryptionOnSend=USER1
KeyEncryption1=USER1
EncryptionOnStartup=1
By
EncryptionOnSend=IDEA
KeyEncryption1=IDEA
EncryptionOnStartup=0
Step 2 Sign Policy File
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From Command line;
Svpntstn function 2 thenO then 99
Step 3 on Counter deregister RedPike
From Command Line;
gssetn -unregister US1
gssetn -register IDE
Step 4 Reboot
VPNADMIN->Info
Observe that list of installed algorithms does not include USER1
Also that it includes IDEA CBC.
Step 5 Remove Red Pike Object
Sdelete —p 3 WINNT\System32\Drivers\GSEUS1m.sys
Reboot and confirm (no blue screen) and no red events in security event log
<END>
The HNGX system test team (LST) are responsible for applying the Red Pike removal process to any
new counter builds before shipping it via CD to the 4LS GDC Service Delivery Manager. 4LS GDC RIG
Runners will then complete the build
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CONFIDENCE) Ret SVM/SDM/OLA/0017
Version: 2.0
UNCONTROLLED IF PRINTED OR LOCALLY Date: 05-Apr-2013
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